On checking into the apartment i was then informed that £200 would be frozen in my account! i was incredible shocked about this because nothing was clearly stated on their terms and conditions. I was then informed quite rudely that it was stated very clearly on my reservation form. I pulled out my reservation form and looked at their terms and conditions which stated ' Please note that Marlin Apartments MAY request a pre-authorisation of your credit or debit card at a time of check in. ' May does not mean compolsury and also no mention of £200 pounds. This resulted in them telling me that if i did not have the fund i could not stay at the apartment. I was so upset by what was happening after numerous attempts to speak to someone who could help me with this situation (as the receptionist acted as if they couldnt give a toss). I ended up ringing the Marlin apartments which then agreed to £100 pre-authorisation which i HAD to agree to else i would lose my money on the apartment, parking and petrol. This had now ruined my trip as i was not able to do any of the activities i had planned for my weekend as i had zero money. My weekend was a very traumatic, upsetting miserable one.
To top it all off the pots and pans in my room were vile. There was a white, smelly gunky substance on one of the pans and on the other mould! When the bathroom light was switched on it made the most horrendous sound. The bedside lamps which were horrible didn't even work. The bed came with a thin horrible duvet and the bed (which was two singles pushed together) was horrible to sleep on. I have never experience such bad service EVER! This has been an experience that has not only put me off staying at Marlin Apartments but any apartments or hotels for a very long time. I shall not be going for weekends away unless i can find a friends couch to kip on as this would be a million times better than my stay at the Marlin Apartments.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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My name is Lucian Voicu and I am the building manager of Marlin Apartments Empire Square. Thank you for providing us with feedback pertaining to your recent stay at our hotel. I am sorry to read that your stay with us was not to your satisfaction and please accept our apologies for the problems you encountered.
I trust you will accept that the issues you experienced are certainly not reflective of our standard of service and be assured that corrective actions have been taken with both the reception and our housekeeping department.
Regarding the pre-authorisation process, please understand that the reception is just following company procedures and policies. The team is instructed to complete the process for all our guests. I understand that for some this may be an inconvenience, but the company has this in place to assure our apartments are and will remain up to standard.
Thank you again for your review and I hope I will have the pleasure of welcoming you back to Marlin Apartments in the near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC